Alliance Security, Inc.

Mr***, We have checked our internal call database and are unable to see the calls referenced in this complaint Nevertheless, as requested, we have placed the number you have provided with this complaint on all applicable DNC lists Alliance takes DNC regulations seriously and
has a variety of systems in place to ensure consistent compliance. Thank you, *** ***Alliance Security*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
This was never resolved in anyway...They will NOT let me out of the 5yr contractThey assumed offering me what I did NOT sign up for was okayThey threatened to see me in litigation and my hands were tied.Regards,
*** ***

*** *** We have searched our records and could not identify any calls placed from Alliance to the number provided We have, however, ensured as requested in your settlement that you are on our internal Do Not Call list Alliance taked DNC compliance seriously and has numerous
measures in place to ensure compliance Please reach out should you have any additional questions or concerns. Thanks, *** ***Director Of Operations*** ***

After speaking with the customer about his concerns, we have come to a resolutionOffered to cancel account by paying the remaining balance due for the buyout and customer has agreed

At this time Alliance Security has attempted to reach out to the customer on 5/10, 5/12 and 5/18 and have left a voicemail on every attempt, all of which have gone unheeded.  Should the customer desire to speak about the matter and come to a mutually agreeable resolution she may reach out to...

our Account Solutions Dept. at [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

As of the date of this email, I have received zero voicemail calls on my phone. And with the exception of an email yesterday, 9/15/15, this is the first time since 9/10/15 that I've had anyone reach out to me.  I would be willing to continue doing business with [redacted] as long as I receive a revised contract stating that I will be paying $55.99 per month and no more.  As I've stated, I am on a fixed income, I would never had agreed to pay anything more than what I was paying my previous service provider.  As for their claim that I had agreed to the extra charges over the phone, they neglected to state that their sales representative had advised me to agree to everything during that call, and that he would ensure follow through with what was promised.  Regarding the buyout contract from my previous service provider, again, I've never received any voicemail calls from them regarding this matter.  Regardless, as of today's date, I have yet to receive my final bill from my previous service provider, I can assure you once I do, I will be forwarding that documentation immediately.I wish all future dealings between [redacted] and myself to be entirely in writing, I know they have my email address, I'll be waiting for a revised contract showing the monthly service charge to be $55.99 per month period.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

We truly apologize about the inconvenience you faced in trying to reach us.  Be advised that Alliance Security is available between 9am and 5:30pm EST.  If there are any concerns outside of those hours you are directed to call the monitoring company, [redacted] at [redacted] and they are...

available 24/7.  Also be advised Alliance does indeed have a toll-free number and we can be reached at [redacted] between the aforementioned hours.As mentioned in the complaint the customer attempted to reach us 5 times on 12/26 - we were closed in observance of the Christmas Holiday.  When speaking with the customer on 12/27/2016 we scheduled the appointment for 1/5/2017 while waiving the standard $50 trip fee associated with the agreement.  At this time the service call is still scheduled to be completed on 1/5/2017.  Should the customer have any further concerns they may call us at [redacted].

Revdex.com:
I talked with a representative from the company and accepted a reduced payoff and...

closed the account.  Not having proof that the seller duped us into buying the system in the first place left us no other alternative. It was misled that there was no contract to sign for the system and no written or computerized copy provided led us to believe the seller. 
Regards,
[redacted]

We have reached out to the consumer and discussed our Sales Process and Protocol.  Customer is understanding of the situation, aware that we are registered and licensed in over 40 states and is satisfied with resolution.  Consumer has been given the number to our Account Solutions Dept....

 should she have any further questions or concerns.

Please be advised that on 3/16/2016 a representative from Alliance Security reached out to Ms. [redacted] to address some of her concerns.  She has recevied her check, system is functioning properly and customer is satisfied with the resolution.  Should Ms. [redacted] have any other concerns she...

may call our Account Solutions Dept. at [redacted].

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Since the time the complaint has been filed we have spoke with Ms. [redacted] and have resolved the matter at hand.  Both accounts have been removed and the Alarm Monitoring Agreements nullified.  There is no further financial obligation towards either account and the customer will be receiving...

a check within 7-10 business days for $85.93 which is reimbursement for any amount already paid into the account and not yet refunded.  Should Ms. [redacted] have any other questions or concerns she may call our Account Resolutions Deptartment at [redacted].

Mr. [redacted],We have researched the number you have provided and cannot find a record of calls placed the number you have provided.  Regardless, we have placed the number provided on our internal DNC list.  Alliance Security takes DNC requests seriously and have a number or measures in place...

to ensure compliance. Again, the number you have provided has now been placed on our internal DNC list.Sincerely,[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
To whom it may concern:My name is [redacted] I am the granddaughter of [redacted] and am corresponding with you on her behalf.  I can be reached at [redacted] or you can email me at [redacted]This complaint has been closed due to lack of response on my part and if it is at all possible I would like to have it re-opened by stating that I reject the response of the of the business.  Since this case was opened Allegient Security has been engaged in some tactics that I found to be both harassing and dishonest.  In the days immediately following the opening of the case a Mr. [redacted] called my grandmother leaving messages for her to call back.  When an attempt was made to call him back at the number provided we couldn't get anyone to transfer us to him as we didn't have an extension number.  I called my grandmother on her mobile phone to have her double check the messages for an extension number, there wasn't one left.  During this phone call Mr. [redacted] called my grandmother on her house line at which point she told him I was trying to get a hold of him and asked him to please call me as I would be handling it for her from this point forward, at which time she gave him my number.  He said he would hang up and call me.  I quickly hung up and waited for his call which never came.  I called my grandma later that day thinking maybe he wrote the number wrong and he had called her back to get again but she said no he hadn't contacted her.  After two [redacted] of Mr. [redacted] calling on an almost daily basis she never heard from him again until May 18 in an email with no reference to any attempts, failed or otherwise, to contact me as he was asked and agreed to.  Since the Revdex.com has closed the case my grandmother has been receiving calls on a daily basis from the company which she ignored waiting to see what the Revdex.com would do not having realized that the case had been closed, at one point they even called my number asking for my grandmother I took down the contact info and relaid it to my grandmother who said she wanted to wait for the Revdex.com.  Once the realization was made my grand mother contacted me and I told her when they called again to have them call me.  They called yesterday July 18 a representative named [redacted] spoke with my grandmother.  My grandmother asked her to please call me as I am her power of attorney and to direct any further communication to me.  [redacted] "took a tone" with my grandmother at which point my grandmother informed her that this was why they needed to contact me because she cannot handle the stress of confrontation due to her age and health.  Today [redacted] called me asking to speak with my grandmother I explained to her that my grandmother didn't live with me and was on vacation anyhow, but that I would be handling the situation on her behalf.  We spoke about the situation and where we stood on a settlement for a few moments and after I had corrected her on a few points she became hostile telling me that my grandmother had to pay the full sum of the early cancellation fee.  I told her it that wasn't acceptable and we needed to negotiate something else at this point she told me she shouldn't even be talking to me no one had spoken to my grandmother yesterday, they had no note that she asked them to speak with me and I needed to send them a copy of my power of attorney and contact information.  I told her that was quite the coincidence, my grandmother tells me she spoke with them told them to call me and lo and behold I get a call from them the very next day, if no one ever spoke to my grandmother.  I also told her she clearly had my contact information as she had called me but that I would email her a copy of the power of attorney.  I intend to send this email this evening or tomorrow morning as soon as I have access to a scanner. I didn't feel [redacted] would be very receptive to negotiations giving the turn our earlier conversation took so I tried to contact Mr. [redacted] today as well using the contact information I found in an email he sent my grandmother back in May. Beth answered the phone I left a message with her for Mr. [redacted] to please call me back and confirmed with Beth that I would be sending the power of attorney to them but I wanted to speak with Mr. [redacted].  Since Mr. [redacted], as Senior Retention Specialist, seemed to be in a better position to negotiate a settlement as well as being the only representative for whom I had a direct line of communication for and to whom my grandmother had spoken with I thought he would be the better person to speak with.  Thank you for your time and consideration with this situation and I look forward to hearing from you.Sincerely,[redacted]

Our phone records do indicate that over a half dozen attempts were made to call Mr. [redacted] between 1.25 and 2.19 - We finally spoke with the customer on 2/21 at which point a representative did tell Mr. [redacted] that he would follow up with the availability of the technician... This follow up unfortunately did not occur until almost a month later and for that we do apologize.  However after corresponding with Mr. [redacted] again off this complaint a service was set and completed on 3/21 at which point the technician added a tilt sensor and the customer signed a new Alarm Monitoring Agreement.  There is no further action that needs to be taken on this account.

Please be advised since the time this complaint has been filed we have spoke with the customer and resolved the issue.  The cameras have been installed and we have informed the customer of their next bill date of 5/1 and customer is willing to continue services.

Please be advised that upon installation being completed by Alliance Security there is a Quality Control Call conducted in which we were told the customer was no longer under contract with any other company.  It was brought to our attention almost 30 days after our system had been installed...

that the consumer was still under contract with [redacted] (assuming they resigned her to a new agreement without her knowledge).  The consumer requested the buyout from [redacted] which was close to $1,200 another sign that the customer was re-signed by them (because buyout was so high).  At this time Alliance Security had offered to pay off $515 towards that amount....  Customer refused the offer and stated she would like to go back to [redacted].Alliance Security had removed the system on 2/15/2016 and had left any pre-existing devices in place.  At the original install of the Alliance Security we did indeed have to use some wires from the pre-existing system.  Upon removal of our system, two of those wires were cut (only way we could remove).  [redacted] is now using this as a Sales Tactic to upgrade the customer to a wireless system which they are suggesting is in excess of $2,000.  Based off the information we were given at the time of the install (customer stating they were no longer under contract) Alliance does not feel this is our responsibility to pay for a new upgrade when the wiring work could indeed be easily fixed by [redacted] (pictures were sent to us showing the wiring) rather than attempting to up sell the consumer on a new system.

Spoke with consumer today who has agreed to give us one more opportunity to service the account.  We have also approved the installation of an additional Outdoor Cam at no charge to the customer.  Due to their proximity to the location, the consumer is going to call us within the next 30...

days to setup a time and date for service call.  Alliance has agreed to credit the customer for any downtime of service.  Customer has also agreed that the rest of the system is functional in terms of being able to arm/disarm the security aspect.